Thomas Cook India Complaints & Reviews

1. It was mentioned during booking that this tour would be a group tour of 20-25 people and there would be representative cum guide from thomas cook who would accompany us throughout the tour. However there were only 2 members in addition to our family (4 people) and there was nobody from thomas cook at tour location. The intention of going through group tour was to have many families with us and enjoyment for kids. However the purpose is totally defeated when we been there. This is completely misguiding. Thomas cook has outsourced this tour to one of the operator (Mughal holidays) in kashmir and there was no involvement of thomas cook thereafter. If this was the case then we would have chosen other operators (Makemytrip etc) for individual customized tours who were providing best rates deluxe hotels, separate vehicle etc.

2. There was no guide provided for sight seeing. Innova was provided with driver but he was just for dropping at specific location. He didn't speak much during travel nor guiding us on sight seeing etc.

3. Food quality at hotels lal kothi, house boat (Srinagar), aksa hotel (Srinagar) was very poor. There were no much items/options breakfast and dinner. With the package cost, we were expecting buffet options with good menus. Comparatively the other operators were offering good options but we choose thomas cook as good brand expecting proper services in this regard.

We paid Thomas Cook for processing of our Tourist Visa for Thailand. We submitted all our documents which were required through Blue Dart courier service on 29th October 2018. They received our documents on 31st October and asked for more additional documents which they did not ask earlier. Again we submitted al the documents on 1st November and they received them on 5th November as they told us. We constantly tried to stay in contact with our processing of Visa but we were not given any information. The person handling our Visa processing went on vacation and we were told that when he came back he will submit our documents. We called the Thomas Cook helpline but they didn't seem to have an interest. Then after calling them for hours today, the told us that our bank statements were old and we had to submit new statements. And said that it is late and it wont be processed. When we sent the documents on 29th october we had sent our latest bank statements as of 28th nov. and the next time the ydidnt ask us to send any documents. Our travel date is on 21st nov and all are booking are nonrefundable. We had no help or guidance from Thomas cook and we are deeply hurt by this behaviour of such a trusted company. We have no clue rather then to cancel our programs or delay everything and bear the cost of all.

We two seniors booked mauritius tour on 17/10/18 n paid full amount on 25/10/18 for 18/11 dep. Unfortunately i had an accident on2/11, 16days before n my right ankle got multiple fractures. Same day sent medical reports, pictures with bandaged leg and requested to cancel or postpone. First tcil agreed but later said money can not be refunded as the dep days are near. At one point of time tcil said only rs.10000/- will be deducted as cancellation charges and balance will be refunded. I said it is fine. Meanwhile another friend wanted to travel in my place. Tcil agreed and we have sent pp copy also. Again tcil changed its version asking us to pay rs.88733/ as replacement. This is ridiculous as tour cost is only rs.61145/-pp. One executive says only rs.10000/- required, same executive after a day says rs.88733/-. Another executive says rs.43000/- out of which rs 25000/- ($component) will be refunded. No one gives clear consistent figure/statements. We are totally confused and our tour is in jeopardy.

Subject: ramayana routes - srilanka //2a [incident:[protected]]

With reference to our said tour only 4 persons are booked by our self and not the guided group tour as promised. Accordingly we unfortunately book the same tour.

In brief we are very bad experience in our said tour where in whole tour the thomas cook representative never available and not the hindi/ english speaking guide available in whole tour as promised during booking. All the accommodation are very basic and not having proper kitchen for jain/veg food.

However at the time of arrival at sri lanka airport we immediately transferred in a taxi which after completing the tour itself drops us in the airport.

You are well aware that all the 4 pax are senior citizen and you have assuring us by thomas cook representative to well care about the whole tour and providing good accommodation along with jain/vegetarian food and also providing guided tour are all false promised given at the time of booking.

In spite of it regarding the return of our excess money rs 48725.00 transferred for which we try to contact by phone or email since last one month but failed to receive the amount till today.

The amount transferred by our company of m/s k r thermopack pvt ltd hdfc bank cc account on dated 26.09.2018 rs 30000.00 & 18725.00 total rs 48725.00 later on the whole tour amount for rs 82512.00 also transferred from our sbi saving account and your representative promised and also given written commitment for return the same amount rs 48725.00 with in a week. The email also enclosed herewith

Our said amount is pending since last more than one month.

In this matter we does not understand the thomas cook neither attend our any call and all the email which regularly bounced nor refund the agreed amount rs 48725.00 which already paid.

The said above matter clearly explain the cheating and forgery and wrong commitment by thomas cook and moreover not attending the call not accepting the email and even not refunding the agreed amount rs 48725.00. This the last email otherwise there is no option left only to filed a legal case for the refund of legal amount and the very bad humantion of the senior citizen during the said tour.

Regards,
K. C agrawal
(Advaocate)
1180d, sec-7d
Faridabad-121006
Mobile: [protected]

Company and paid rs100000 to them as advance. But due to medical emergency to my wife i had to cancel the tour and provide all medical documents to them which had been asked from me by them. But till now i have received only rs72030. When i asked them about remaining refund they said balance amount can not be refunded as it is cancellation penalty of flight and hotel which had been booked. I asked them about the details of flight and hotel booked but they are not providing any supporting documents which tells me flight and hotel were actually booked. I kept on sending mails to them but they have stopped giving me any response and also not giving my refund. No visa documentation was done in my case so visa fee can not be charged from me. I have requested them infinite times to give back my refund. But they have turned deaf ears to my request. I have faced lot of mental harassment from them. They have cut inappropriate amount from my pocket without serving me for even single rupee. Please help me in getting my refund asap.

Hi,

I have invested 20 days with thomas cook in getting our vacation visa processed. This is a night mare.. I am surprised we have such pathetic organization in business.. Ironically my visa documents are still not submitted after so much of torture.. I hate thomascook staff and company processes... Waste of money and time.. I recommend not to think abt thomascook at all and avoid stressful traval...

I have booked an upcoming trip on tc and i find that service promptness and quality have plumetted since my final payment installment was made. The trip begins 6 days from now and my return tickets that are part of the package have not yet been booked although full payment has been made from my end. Thus, i am unable to book return flights to my home city since i don't know the time of the first flight. My queries have not received a response since last week since when airfares have doubled - this is entirely because of delay by thomas cook and i don't see why i should bear the brunt. The point of my emails is not being addressed and promised timelines are not being adhered to. One of the responses a couple of days ago mentioned a 'technical glitch' after which there has been no concrete response. One would imagine that a travel agency of such repute could organise promised services seamlessly. But, doesn't seem the case. On each call to customer service i am having to explain the entire case to a new executive and am being put on hold for several minutes. Was really looking forward to this trip, but organising it is turning out to be a hassle.

With reference to my visa applications (Vi00034695 & vi[protected], let me bring to your notice how the so called visa experts messed up my application.
All the relevant documents with the application were submitted to tc on 1st september 2018. The illiterate visa expert did not notice one of the forms was incorrect, thus the application was rejected for visa on the first attempt.
Now to hide his blunder, mr ajay kumar resubmitted the application with the new form without my consent, and he also forgot that the form was supposed to be duly signed by the sponsor and it had to be attested as well. Even if the application is kept for over a year with the embassy, the visa will not get approved without complete forms. I fail to understand why did he not apply his brain, i hope he is mentally stable?
Moreover, the service provider here is tc and you people should be absolutely embarrassed of calling yourselves service provider. What kind of people have you hired to take care of such critical job?
At the time of collecting the payment the visa experts kept calling me multiple times in a day, and once the application was submitted no one bothered to call me once to provide me an update. I was told to contact udyog vihar branch office for an update on the application. And the ignorant visa experts from the branch kept telling me same thing again & again that the visa is under process. I had no choice but to follow up on my application directly with the embassy. Since there were no services provided by tc, please refund the service fees of inr 2000 per passenger total inr 4000 to the original form of payment asap!!

My experience has been utmost pathetic with the people i have been dealing fromtbomas cook mumbai they randomly have charged us cancellations without making any bookings,,, when i paid the entire amount they tell us that your entire anount still hasn’t been paid.,. And welll have to pay a sum of 2178 additionally for current rate of exchange which at the rate off 77.5 when the actual value is 73.5 (Therefore no accountability for that either) after being harassed by them for payments and an unfair unaccounted sum of 15k they further harass you by not telling you the exact date when your booking will be processed or when you shall see your tickets /&itenary but as and when ask you for random cancellation charges this after they send you a confirmation email that your total amount for the tour has been paid,, i think i have got myself dealing with a fraudent company shame on the way javed and vijay the people from the mumbai team have handles our case i’m not even sure if i’m travelling to this date these guys seem
Next level scammers
Pathetic!!!

Me and my husband just thought as thomas cook is a known name to apply visa to netherlands through thomas cook and we got assistance from cp, delhi office mr.Rajan.

If he would have properly guided for visa application submission, it couldn't have been rejected.We went to their office on friday 21st sept 2018 and asked for details and we asked the person that can we come on saturday 22nd sept to submit all documents.He said that saturdays are not working.He acted like we need to do everything by ourselves then only we should have come to him.

When we enquired on helpline they asked us to visit on saturday.When we went next day he acted very normal and he took all the documents and told us that he will give a call regarding appointment.

I asked for monday(24th sept) 2nd half appointment.But he didn't reply on monday instead i called and reminded regarding my appoinment. He finally communicated that 26th 12pm is my appointment time.I applied as an individual visa as my husband visa was escalated by his company.Because of improper guidance from thomas cook my visa got rejected on 8th oct.When i tried to call mr.Rajan he communicated that now you have understood the process and now you can do it by yourself.

If i had to do it myself why would i require thomas cook???

i then took visa appointment myself on 10th oct and still awaiting for the response from embassy.This situation should have been different if my visa was approved in first attempt.Still i am in 50percent chance as my travel date is on 19th and today its already 15th oct.

Help me with a solution and i would like to get a refund from thomas cook.

I visited to charchgate visa office on 9th oct 2018 for japan and tiawan visas. I applied for preregistration for hong kong. They said it will take 2 hrs. But after 3 days also there is no response from the office. They said that japan and tiawan application will be sent by mail on 9th oct.
Till today i have not recived the mail. Looks they are careless.

Thomas Cook has cheated us by false promises for our dream holidays in Andaman.

We are supposed to travel to Andaman in 2 days and the vouchers we received today is totally different to what we agreed with the Sales person Vijay Thakur.

On the booking confirmation vouchers-

1. Hotels are different to what we were promised, and what we are offered substandard hotels.

2. Snorkelling...

Hi
I m so much insecured about your service.
I booked europe for all from kolkata departure and i’ve received a return from mumbai that too of 5hrs later connecting flight.
I am traveling with a senior citizen and i was very particular about the departure from kolkata and i paid extra for the package, whereas if i would have taken a mumbai departure the package rate was cheaper.
What we will do 5hrs at mumbai airport??
This really not done and a disgusting situation.
Expect to do the needful

Booked thailand visa with thomascook. But due to their lack of time they could not process the visa application so i cancelled the visa booking no vi00031471.
It was ensured to me by thomascook that full refund will be credited to me, but only half visa booking amount received rest half is still pending.

Called and mailed around 30 times in last month but no response

Case history of gaganjot kaur dhillon's gic
Account's fee matter with thomas cook ltd. Gaganjot kaur
Dhillon is my daughter and we had engaged with axis bank & thomas cook
Ltd. Thomas cook representative pawan suggested us to submit the
Gaganjot kaur's gic fee from her other bank account to axis bank's
Account for her gic fee account's submission process, we have
Initiated the suggested same process on dated 5/7/2018 through rtgs
With reference no. R[protected] of amount 555, 261 inr (Dollar
Conversion rate 53.30 rs per cad dollar as per pawan - thomas cook)
From gaganjot kaur's sbi account to axis bank's account. I have
Received the sms confirmation for the said transition.

I have personally informed to thomas cook representatives (Pawan) and to make the gaganjot's kaur gic account of 10, 400 (Cad). But when i got the created gic account's final details on 9/7/2018 that is of only 10, 200 (Cad). Where is the gap of 200 (Cad) i have already paid 10, 400 (Cad) amount 555, 261 (Inr) to axis bank's account as per suggestion on thomas
Cook.
Where is my 200 cad gap which is with thomas cook as per yogesh (Axis - bank) pawan (Thomas cook) just bouncing the ball to their pots and not able to sort out my issue. Because my patience is loose now and i
Want to escalate the matter further.

I have booked my holiday egyptian dhamaka (Booking file no. G[protected] for[protected] to[protected]. Even of writing this i have not received my passport/visa. As my departure is at 05.30 am on 7th sep. 2018 i must get my visa/passport latest by[protected] so that i can reach mumbai on 6th evening. I inquired with concerned office of thomas cook at vadodara and ahmedabad and tried to get information on status of my visa but no satisfactory reply received. If i do not receive visa/passport in time and fail to travel for my tour it will be solely responsibility of thaomas cook for not applying/getting visa on time. You are requested to look into the matter seriously and get me my visa before 4th september 2018 so that i can travel mumbai for 7th september morning flight in time.
Regards
Yashpal tuli mob. [protected]

We had bad experience talking to supriya, agent assigned this time by thomas cook. Information confirmed over phone and mentioned in email were different. I feel like cheated.

Manager vineet was rude in handling the issue and stopped responding to phone call made.

Initial payment of inr 5000 were made for standard tour of captivating tour referring website. Itenary given to us after finalizing deal having same details as mentioned in website and discussed. However cleverly in email another set of hotels were mentioned by supriya for duping.

When we asked for same hogel which were discussed, they said those are closed for booking we gave you similar hotels. On our insist they offered original hotel as higher price, 25% up taking advantage of initial payment already made by me.

With this experience we losing trust on thomas coom and will like to share our experience with others.

Request to help us and look into this matter, else i will not be responsible for any image or brand loss. Thomas cook shall be held responsible in all circumstances.

Agent name supriya. Mule
Booking date: 22nd aug 2018

Puja. [protected]@thomascook.in
Supriya. [protected]@thomascook.in
Taranjit. [protected]@thomascook.in

We have booked Europe trip through Thomas cook but we are disappointed even before our travel. Agents at office do not give adequate details and ask us to call at a later date, very arrogant behaviour of miss shanmati Surya whom we contacted for visa application. There is no clarity of payment, about itinerary, very poor service at visa application centre where we had appointment at 9 but agent arrived only at 11. I do not know how unpleasant is our trip going to be as I have lost all faith in Thomas cook. Hope at least such things are not repeated but we have learnt a lesson. Highly disappointing.

I have recently booked a package for dubai tour through thomas cook online and the customer service has been horrendous. I have made the intial deposit and then i found out that us visa holders donot require uae visa.. When i confronted this fact to them, they were not very helpful. We finally negotiated to get a refund (Not full as they claim they cannot give full refund for visa even if my visa process didnt start), nobody is getting back to me.. I make repeated calls and its avery frustrating experience that customer based companies dont even bother to serve customers... I am completely stuck with it and have no way out.

Hi nishtha, thomas cook team

Booking reference no: g[protected] & g[protected]

I want to apprise of horrendous experience on thomas cook trip that my parents are having, categorically in germany on 18th aug’18. This trip started on 15th aug with a very poor quality hotel in paris which we overlooked but what happened in germany has left them devastated in terms of travel experience.

It was shocking to note the poor sub-standard / quality of hotel that was provided and food quality which was offered. This is absolutely not a reflection of what thomas cook is known for and i am feeling bit cheated for the money we paid, given what my parents had to go through on this trip. They are extremely depressed and feeling harassed after their experience in germany which i am feeling ashamed of given we have booked this trip via india’s leading travel agency – thomas cook, i am sure you will look in to this matter and ensure support.

When raised and enquired with the tour manager about this poor quality, he did mention that everybody has complained several times not to book this place in germany but no one has ever paid any heed to this request and this is what goes on. It is extremely surprising to note of the poor experience that is being offered to them.

Very sub-standard hotel was offered in germany
Elevator was not working.
Air conditioner was not working
Fans were not provided
4 people had to sleep in 1 room, as they were not provided a fan in their room and it was very suffocating to live.
Food menu & quality was horrible.

Given their 7 day tour, their entire experience with 1 day of agony has spoiled their trip and are repenting why they made this choice of travelling with thomas cook.

I would request you to kindly look in to this matter and suggest, as their entire momentum and experience is spoiled.